Creating Coachable Moments in the IVR

Coaching your agents is one of the most effective ways to improve the customer experience in your contact center. You review how they handle calls, break down the interactions, and provide constructive feedback so they can improve. Why not do the same for your IVR? Caller interaction with your IVR can influence customer experience just as much as your agents do.
You can coach your IVR just as effectively as you coach your agents, but only if you capture enough information to measure the full customer experience.

Join us on October 25th at 2:00 PM Eastern time for a new 30-minute webcast from Contact Solutions. In Creating Coachable Moments in the IVR we will discuss:

-Why surveys alone can be misleading
-3 areas you should be measure to get a complete picture of customer experience
-Why the IVR is an important touch-point you can not afford to ignore

Profits from running prepaid programs are often elusive and hard to capture. Tim Sloane of Mercator highlights key findings from his prepaid program profitability model and Justin Lemrow of Contact Solutions talks about the importance of customer care in achieving sustainable profits.

Disruptive changes in the Retail Banking industry have forced executives to rethink age-old business models in order to survive the rapidly changing environment. Customer experience is a strategic lever that you must know how to operate to be successful. But what can you do right now?

Learn how other executives using customer experience and the call center to beat the mounting pressures to do more with less. In this webinar, you will learn:

- What you're missing in your vision of banking channels
- Why a tight focus on mobile might undermine your customer experience strategy
- What your peers say about the role of the contact center in the future

Megan Burns of Forrester Research and Justin Lemrow, Director of Continuous Improvement at Contact Solutions

The CFPB Complaint Database Could Be the Best Thing to Happen to Prepaid This Year. Curious? Learn more in this webinar from Forrester Research, Inc., and Contact Solutions.

The prepaid card industry is becoming more regulated, which means it is a crucial time for prepaid card providers to focus on customer experience.

With the Consumer Financial Protection Bureau (CFPB) now publicly sharing individual-level consumer complaint data on financial services companies, your business – and your customer experience – must be prepared for this public scrutiny.

In this informative, 60-minute webinar, Contact Solutions and Forrester Research will examine the importance of customer experience in the increasingly regulated prepaid card environment. We will share practical advice about how improved customer experience in the prepaid industry can help reduce regulatory scrutiny and how your business can turn the process from a business threat to a competitive advantage.

Guest speaker Megan Burns of Forrester Research, Inc., a leading expert on customer experience, and Justin Lemrow of Contact Solutions, a thought leader schooled in the discipline of continuous improvement, will present case studies, best practices and lessons learned from other industries that will provide you specific strategies and tools to take back to your company today.

When customers call your company, they have a single objective in mind: Fast, frictionless results. They equate “service quality” with quick resolution of their problems by a live agent. If they are put on hold, confronted with confusing options or delivered to an individual who is not “up-to-speed” with their requirements, they think less of your company and its brand.

Customers equate satisfaction with reaching a live person. Yet our research and empirical data show that what customers really want is fast, friction-free resolution of their specific problems – whether its on a Web site, mobile app, voice response system or through a live agent. Achieving long-term customer satisfaction is a long-range goal that requires constant monitoring and improvement.

Join Dan Miller, Sr. Analyst at Opus Research, and Justin Lemrow, Director of Continuous Improvement at Contact Solutions, as they discuss how to strike the right balance between automated self-service and human assisted care in order to achieve high-levels of customer satisfaction at relatively low-levels of expense. Their observations will be grounded in the benchmark findings from a financial services company that conducts constant quality assessments of how well the company recognizes and resolves each customer’s intent, interaction and perception.

According to Forrester Research, better customer experience (CX) can be worth millions in annual revenue to card programs and to companies like yours. Yet, the customer experience discussion has barely even started in Prepaid. This webinar kicks it off. Topics include:

• Why customer service needs to be at the top of your agenda
• Seven customer service sins in prepaid that create barriers to business success
• Customer service lessons learned from the leading brands

Premise or Cloud? Cloud or Premise? Not all solutions are equal when addressing the possibilities of improving the Customer Experience.

In this short, education webcast, join Contact Solutions for a discussion with Customer Experience and Continuous Improvement expert Justin Lemrow, and learn why Customer Experience managed in the cloud is CXier.

Coaching your agents is one of the most effective ways to improve the customer experience in your contact center. You review how they handle calls, break down the interactions, and provide constructive feedback so they can improve. Why not do the same for your IVR? Caller interaction with your IVR can influence customer experience just as much as your agents do.
You can coach your IVR just as effectively as you coach your agents, but only if you capture enough information to measure the full customer experience.

Join us on October 25th at 2:00 PM Eastern time for a new 30-minute webcast from Contact Solutions. In Creating Coachable Moments in the IVR we will discuss:

-Why surveys alone can be misleading
-3 areas you should be measure to get a complete picture of customer experience
-Why the IVR is an important touch-point you can not afford to ignore

Contact automation (in particular your IVR) doesn't have to be a dirty word. When applied correctly, this application can be a cost-savings tool that also delivers the same positive customer experience you expect from live agents. Join us as we address industry opportunities and reveal game-changing innovations.